Quality Assurance Specialist
Summary
| Title: | Quality Assurance Specialist |
|---|---|
| ID: | 5291C-1 |
| Location: | Singapore |
Description
Role Overview:
- Reporting to the Senior Manager, Operational Support, the QA Specialist is responsible for conducting quality assurance on the delivery of relocation services, communicating the results and providing recommendations on elements that can be replicated, improved or enhanced.
- The QA Specialist works in close collaboration with the Operations team monitoring our Agent’s communication activities across various contact types such as email, live and recorded calls and video chats, against established standards.
- With strong analytical skills and a keen eye for detail, the QA Specialist reviews relocation files including budget and expense management for adherence to relocation policies and internal practices.
- The QA Specialist will complete reports to brief the Senior Manager, Operational Support on the results of the audits.
- This position measures performance in handling customer contacts by measuring both quality and accuracy of information provided, adherence to outlined standard operating procedures & policies and customer service handling. Along with measuring performance, this position also provides targeted feedback for associate coaching and development to Managers
Primary Responsibilities:
- Under the guidance of the Senior Manager, Operational Support, draft quality assurance procedures
- Propose recommendations to enhance audit templates and reports
- Conduct audits on relocation files including monitoring Agent communication
- Document audit results
- Deliver audit results
- Investigate and track member complaints and non-conformance issues and log final outcome/resolutionRecommend corrective and preventive action to identified issues
- Participate in regular calibration meetings with the Operations and Training teams to provide recommendations to harmonize quality standards
- Additional duties and projects as required
Qualifications:
- Bilingual required
- Post-secondary education preferred, in a field such as administration, finance or communication
- Ability to deliver information with tact and diplomacy
- A minimum of 3-5 years of experience in Quality Assurance, preferably in Contact Centers with at least 75 employees
- Strong quantitative, analytical and technical aptitudes
- Ability to define problems, collect data, establish facts and draw valid conclusions
- Attention to detail, strong organizational skills and time management
- Solid working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.)
- Results orientated with the ability to prioritize, drive and achieve results
- Excellent interpersonal skills and enjoy sharing feedback to help people improve
Other Information:
· Reliability status security clearance granted by CIISD, PSPC; the security clearance application will be facilitated via the BGRS–GS Company Security Officer (CSO)
This opening is closed and is no longer accepting applications
